因此，本文通过对连锁餐饮企业内部顾客满意度影响因素的实证研究，希望能为
连锁餐饮企业在提升员工满意度方面提供一些有价值的建议，所以具有重要的理
论和实践意义。
本文主要采用了理论与实证研究相结合的研究方法，首先通过文献阅读，在
借鉴前人研究员工满意度影响因素的基础上，以长沙连锁餐饮企业作为实证，构
建并提出了影响内部顾客满意度影响因素的模型，然后采用二手资料调查法和实
地调查法的方式，借助问卷等调查工具采集了相关数据，最后对采集的数据主要
运用因子分析法和回归分析法进行了统计分析和假设检验，并在此基础上，提出
了本文的结论：被人承认、福利待遇、个人发展、工作环境、工作制度、餐饮企
业前景对内部顾客满意度有正向的影响作用，在该结论上本文也提出了建立多元
化的薪酬福利和激励制度等管理建议。
本研究一方面可以帮助连锁餐饮企业了解员工满意度现状，为餐饮企业的人
力资源管理和决策提供依据；另一方面，了解了具体的影响员工满意度的因素，
对帮助餐饮企业在提升员工满意度方面希望能有一些借鉴价值。最后，笔者也指
出了本研究的不足之处，希望能够为以后的研究提供一些思路和借鉴。
关键词：内部顾客满意度；连锁餐饮企业；影响因素
Abstract
Employee Satisfaction has a direct impact on the behavior and performance of
staff, have an important impact on the survival and development. In the chain
restaurant companies, the Employee satisfaction of the value of a more direct and
obvious. But the factors that affect the employees of chain restaurant companies
specific theoretical circles is hardly a complete and mature model. Therefore, by the
internal customers of the chain restaurant Empirical research can provide some
valuable suggestions for the chain restaurant companies to enhance employee
satisfaction, and therefore have important theoretical and practical significance.
This paper uses a combination of theory and empirical research, First read
through the literature, on the basis of previous research and employee satisfaction,
impact factors, Changsha chain restaurant companies as the empirical, build and put
forward a model of factors affect the impact of internal customer satisfaction, And
secondary survey and field survey, with questionnaires and other survey tool for
collecting the relevant data, Finally, the data collected by the use of factor analysis
and regression analysis, statistical analysis and hypothesis testing, On this basis, the
conclusion: people recognize,the benefits, personal development, work environment,
work systems, business prospects of internal customer satisfaction has a positive
effec,t on this conclusion, we also presentsome management recommendations.
The one hand, this study can help the chain restaurant companies to understand
the satisfaction status quo and provide the basis for the catering enterprises, human
resource management and decision-making; On the other hand, understanding the
specific factors that affect employee satisfaction, and hope to have some reference
value to help companies to enhance employee satisfaction. Finally, the author also
pointed out the inadequacies of this study, want to be able to provide some ideas for
future research and learn from.
Key Words： internal customers satisfaction；Chain restaurant companies；Influence
factors；
==>>